SPECIFIC DUTIES AND RESPONSIBILITIES
The following are the specific duties and responsibilities of the Customer Service Representative.
- Answering calls and responding to customer complaints.
- Accessing customer accounts and policy schedules.
- Providing customers with detailed information about policies and products.
- Recommending available products.
- Adhere to provided scripts and FAQ responses.
- Learning and understanding company insurance products.
- Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
- Typing up complaint reports.
- Managing the customer complaint database.
REQUIREMENTS
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Strong analytical skills to investigate and resolve customer issues
- Able to multitask efficiently under time pressure
- Previous experience in managing customer focused teams
- Proven experience in managing a service and support focused team culture
